Branch Step

The Branch step evaluates conditions and sends the conversation down different paths. Use it to build decision trees and route conversations based on customer data or collected information.

When to use this step

Use the Branch step to route conversations based on customer type (VIP vs. standard), responses from an Ask Question step, contact attributes like lifecycle stage or engagement score, or any workflow variable.

How branching works

Each branch has a name and a set of conditions. The workflow evaluates branches from top to bottom and follows the first branch whose conditions pass. If no branch matches, the conversation follows the default path. You must always have at least one branch plus the default route.

Conditions

Conditions can check contact fields or workflow variables against values using these operators:

• Equals / Not equals — exact match comparison
• Exists / Not exists — checks whether the field has or lacks a value
• Contains / Not contains — partial text match
• Has any of / Has all of — match against multiple values

Match logic

Within a single branch, you can combine multiple conditions using AND (all conditions must pass) or OR (any condition must pass). This lets you create precise routing rules.

Output paths

The Branch step has one output path per branch you define, plus a default output for conversations that do not match any branch. Each branch connects to a different sequence of steps.

Example use cases

• Route VIP customers (lifecycle stage equals "paid") to a senior agent while free users get AI support
• Check if the customer already provided an email — if yes, skip the collection step
• Route conversations by topic based on a multiple-choice selection from an Ask Question step
• Send different messages based on the customer's engagement score